Repair deadlines

When you ask for a repair, we give the work a deadline – depending on how urgently it’s needed.

We aim to complete all repairs as either emergencies or by appointment.

The first appointment you are offered will be before the deadline.

Emergencies
We will attend in either 4 hours or 24 hours. This is dependant upon the serious nature of the fault.

To be an emergency, the repair has to be a threat to your health, safety or security – like a major water burst. Some jobs are emergencies only if a vulnerable person like a young baby, elderly person or disabled person lives in your home. See what is an emergency.

Urgent
We will give you an appointment to attend within 5 days.

Examples include a toilet cistern ball valve, a broken bath panel or re-hanging a kitchen unit door.

Routine
We will give you an appointment to attend within 21 days.

Examples include a leaking or blocked gutter or damaged roof tiles.

Long term or cyclical repairs
We will attend within 6 weeks.

We cannot give you an appointment for these repairs, but we can give you a deadline. Examples of these repairs include fitting a new damp proof course, a new external door or new window frame.